{"id":2275699,"url":"https://alion.io/job/wme-group-it-support-engineer","title":"IT Support Engineer","company":{"id":2894858,"name":"WME Group","domain":"wmegrp.com","url":"https://alion.io/company/wmegrp","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Beverly Hills, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":24,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":48000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-12T18:24:58Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"The IT Support Engineer plays a critical role in supporting all team members across the organization, providing timely and quality desktop hardware, software, and mobile device troubleshooting, employing a high degree of customer service, technical expertise, and responsiveness. This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This role supports a non-scripted production business unit (Pantheon). The position is transitional - expected to leave with the Pantheon divestiture.\nThe IT Support Engineer is part of a global support team with a vested interest in providing excellent support with an ever-present customer service mentality. The role partners with engineering teams on incident escalations, with the regional team lead on prioritization, and with senior business users on white-glove service when warranted.\nWME Enterprise IT operates as an AI-augmented function - every role, including this one, is expected to use AI tooling fluently in daily work and contribute to the team's growing AI practice.\nKey Responsibilities\n1. Service Delivery & Incident Response\nMonitor the helpdesk system for inbound issues and respond within agreed service levels.\nEnsure all issues are logged and documented in the helpdesk system; assess issues quickly and professionally and take steps to resolve.\nDocument cause and resolution upon completion; close incidents with proper metadata.\nEscalate and refer unresolved issues to engineering teams or external vendors when appropriate.\nHandle immediate-need activities such as video conferencing setups, new employee onboarding, and office reconfigurations.\n2. Endpoint, Mobility & Platform Support\nAdminister Windows user accounts in Active Directory and Microsoft Entra ID.\nSet up and support Windows and macOS endpoints, including modern endpoint management practices.\nSet up and support mobile devices across iOS and Android platforms.\nSet up and support desktop telecommunications terminals including phones, voicemail services, and inbound routing.\nSupport Microsoft 365 and collaboration platforms at the user level.\n3. Information Security & Compliance\nAdhere to and enforce all information security protocols.\nEnsure security through proper access controls, prompt termination and activation of users, and password discipline.\nCoordinate with the cybersecurity function on security-relevant escalations.\nSupport audit and compliance activities related to user access and endpoint controls.\n4. Documentation, Knowledge Sharing & Continuous Improvement\nMaintain accurate documentation in the knowledge base.\nCross-train colleagues on areas of personal expertise; learn from teammates in their areas of depth.\nIdentify recurring issues and surface them for engineering remediation.\nMaintain a flexible approach to work schedule with rotating shift patterns where applicable, and travel to other sites when required.\nUse approved AI tooling fluently in daily work - AI-assisted documentation, troubleshooting, knowledge base lookup, and routine task acceleration.\nSurface candidate workflows for AI augmentation and contribute observations to the AI practice maturation.\nRequired Qualifications\n3+ years of IT support engineering experience in enterprise environments.\nStrong working knowledge of Microsoft 365, Active Directory, and modern endpoint management.\nHands-on experience with Windows and macOS endpoint support.\nHands-on experience with mobile device support (iOS, Android).\nExperience with ITSM platforms and disciplined ticket handling practices.\nStrong written and verbal communication; comfortable engaging with senior business users.\nDetail-oriented with strong follow-through.\nRight to work in the United States.\nWorking familiarity with AI-augmented work practices including prompt engineering basics, AI-assisted documentation, and AI-aided troubleshooting; willingness to adopt new AI tooling as the practice matures.\nPreferred Qualifications\nMicrosoft, Apple, or equivalent endpoint management certifications.\nITIL Foundation certification.\nExperience supporting executive and senior business users in a high-velocity environment.\nExperience with collaboration platforms and AV/conferencing technology.\nBackground in entertainment, media, or similar industries.\nSpanish language skills.\nSuccess Criteria (First 12 Months)\nDemonstrated reliability and incident-response performance against team service targets.\nDocumented contribution to knowledge base or operational improvement.\nEstablished working relationships with regional team and global engineering counterparts.\nKnowledge depth visibly developed in at least one new technology area.\nDemonstrated personal proficiency with approved AI tooling in daily work; identified at least one workflow improvement candidate or contributed to team AI practice during the period.\nPer local requirements and in the interest of transparency, the rate shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience. The company strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.\nHiring Rate Minimum:\n$24.75 hourly (minimum will not fall below the applicable state/local minimum wage thresholds)Hiring Rate Maximum:\n$33.00 hourly","description_format":"text","description_chars":5631,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment"],"lifecycle":[{"event":"open","at":"2026-10-11T09:16:00Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.84,"p_room":0.9,"age_days":11,"expected_fill_days":30,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":48000,"is_top_pay":false},"html_url":"https://alion.io/job/wme-group-it-support-engineer","json_url":"https://alion.io/job/wme-group-it-support-engineer.json","meta":{"generated_at":"2026-10-12T20:11:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32731,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2894858},"rest":"https://alion.io/mcp/rest/get_company?id=2894858"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwme-group-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwme-group-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwme-group-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wme-group-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwme-group-it-support-engineer"}]}